TEXAS DEPARTMENT OF INSURANCE Customer Support Analyst in AUSTIN, Texas

Texas Department of Insurance The Texas Department of Insurance (TDI) is a state agency responsible for both consumers and the insurance industry. We work to fulfill our legislative mandate to regulate the insurance industry, administer the Texas workers compensation system, and promote a healthy insurance marketplace, while also protecting the people and the businesses that are served by insurance. We take our responsibility to Texans seriously and strive for excellent customer service through our professional attitude, competence and efficiency. Important notice: Read before you apply Veterans Preference: To receive veterans preference, applicants must provide at least one the following documents with their State of Texas Application: a copy of the DD 214, member #4; a statement of compensation from the Veterans Benefits Administration; or a copy of the DD 1300. Applicable Military Occupational Specialty (MOS) codes are included, but not limited to the following: 17C, 255A, CT, 181X, 275, 26, 0631, 0605. Additional Military Crosswalk information can be accessed at: http://www.hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdf Current Opportunity: Customer Support Analyst Internal/External Posting TDI Employees and General Public The Customer Support Analyst performs computer systems support work for personal hardware and software and associated peripheral devices including client side software for enterprise software solutions, computers and/or voice systems. Work involves day-to-day support of business users connected to the Local and/or Wide Area Network (LAN/WAN) through direct connect, wireless, Virtual Private Networking (VPN) or remotely through Citrix. Support includes coordination with voice and data network experts, software development, and ITS Help Desk staff. This position: works to ensure quality, timely customer service for agency desktop hardware and software through quick response and thorough analysis of both incidents and Customer Service Requests; may be first line or second line responder; installs, configures and deploys desktop hardware and software according to ITS procedures; troubleshoots desktop and client software issues including remote support of field staff during routine support, upgrade and replacement projects; assists in configuration, monitoring, and maintenance of e-mail applications and desktop security software; conducts product evaluations of upgraded or new hardware and software; identifies strengths, weaknesses, and potential benefits to the agency; and recommends enhancements; contributes to the analysis and recommendations concerning existing information technology and the development of new procedures, standards, tools, and techniques; provides technical assistance and support for the troubleshooting of telecommunications related applications; may participate in project teams; may be required to work overtime, holidays and weekends; and performs other duties as assigned. Qualifications Graduation from an accredited four-year college or university with a degree in business, information technology or in a field relative to the assignment. Education and experience relevant to position requirements may be substituted for one another on a year-for-year basis. Additionally, this position requires: one year of experience working in an IT Customer Technical Support role. Preferences for this position include: two years experience in a computer-related customer support position; and two years' experience in Help Desk call center support in a Microsoft Windows/Active Directory environment, with at least one year of experience with Windows 7. This position requires demonstrated knowledge of: configuring and supporting Microsoft Office Professional and all subcomponents; supporting Windows 7, Microsoft Active directory; troubleshooting network connected and wirel